Autumnwood Homes

Good Morning ***, I feel terrible and extremely embarrassed after reading about your experience with usI don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase Your comments regarding the service you received by our delivery, customer care, and at our store are very important to usWe want customers to love shopping with Bobs, so your report of a disturbing experience with our associates is a serious concern for usYou deserve only the best service, especially when you visit BobsWe have begun addressing the obvious coaching concerns you have brought to our attention within our staff and will take appropriate action I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduledOnce this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrivalOn a very large scale out of 3,deliveries a day this process allows for a smooth completion of deliveryWe communicate this via many facets to remain as honest and transparent as possible with our customersAs a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrivesFor example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier or later than expectedWe ask that someone years or older be available for a full four hour window to prevent disappointmentsWe want nothing more than to make our failures right and provide you with the merchandise you originally selected in the condition you expectedRegretfully like any other business that involves a mass amount of daily shipments, there are aspects of the delivery end that are not within our controlAs a retailer we have done our best by you in offering to provide you with different merchandise while we wait on the incoming shipment of the pieces that are not available to us from the manufacturerWhile we certainly take ownership for the disappointment you have experienced overall we have been addressing your concerns directly to the best of our abilities as they are presented to usBob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us Once your concerns have been fully rectified and the failures we have caused made right, any additional accommodation we feel adequate to offer is a form of our apology and at our internal discretionWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good conditionAt this time we are looking forward to completely resolving your concerns on and should you still be seeking a further apology amount from us you will be able to speak with our Customer Care Office prior to the delivery team leaving your residence on We will review your account at that time and determine what type of apology offer we are able to make to you Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison%

Good Morning Revdex.com, Please pass on our sincerest apologies to our customer for the inconvenience they have experienced during the delivery of their living room purchase with us The customer’s original sofa was fully inspected by a factory trained professional and our professional deemed that there was no defect presentOur technician’s report indicated that when the sofa was in the reclined position on the right side facing the very small (inch) gap was for the product and its expected wear pattern for years to come Although our technician found no factory defect present we went the extra mile for our customer and approved exchanging the sofa as a courtesyDue to the fact that we communicated, and fully inspected for the customer previously that their concern was not a defect, the factory fresh exchange model came out built the same way and continued to cause this customer a preference concernThis exchange delivery took place on The customer’s sale invoice (which is commonly signed and agreed to by the purchaser at the time of sale) clearly denotes that we are unable to offer a return on purchases already delivered into the homeThis document goes on to further indicate that if there is a defect in the product that cannot be serviced we will replace that product for the customerAs a business we have already worked above and beyond all policies indicated and agreed to in an extreme effort to please this individual directly As of right now our records indicate that the customer has agreed to the option we presented on for a return for store credit On top of that option being offered as another extreme courtesy (since we did not fail our customer and the merchandise is in factory fresh condition) we have refunded the charges the customer made to the financing account for the purchase of insurance (Goof Proof Plus) and offered to cover the cost of delivering the customer’s newly selected merchandise (this delivery fee coverage offers the consumer an additional savings of $100-200) We are confident that we have another product that will suit this customer’s preferences available in our extensive sales floor line up, should the customer wish to select a different furniture item (other than living room) that is also entirely acceptableAs a retailer the option that we have in place benefits our customer before our business overall and is the most fair and adequate offer for resolution moving forward

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I will accept the monetary refund of $processed to my Wells Fargo financing account Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I feel like this company really could care less about what's in the best interest of the customer I find it very disheartening for company to take advantage of another human being in such a way Bob's isn't giving or offering anything that I wasn't owed The delivery charge should have been refunded especially since the delivery team left litter scattered in my front yard and street I had to go outside to clean up the mess they made I took pictures of everything In addition to that, they didn't connect my sofa, and we're able to attach my daughters mirror to the dresser because they didn't have the hardware I also didn't mention that my daughter cried for an hour after she found out that she wouldn't be able to sleep IHer new bed because is was damaged It sounds to me like this company is only out for the money and has no empathy for all I've been through The sad part is that my parents went through a similar issue with this company a few months ago, and again they wanted to do nothing for them I don't know why Bob's feels like offering a credit to shop in there store is a gift Why would I want to buy anything else from this company? This company is trying to appease me my offering me a measly $in Bob's credit What does Bob's really lose if they are giving a credit to spend in their store? They don't lose anything because you're giving the money right back This company might as well be stealing from the poor I refuse to be victimized and I will share this story with anyone so that they don't make the same mistake I did The one thing I know for certain is that what goes around comes around I was always taught to treat people the way I would want to be treated This company has no compassion and giving them a second chance was a very poor decision on my part Sincerely, [redacted] [redacted]

Good Afternoon [redacted] , I am very sorry for the disappointment you are experiencing with your bonded leather loveseatI assure you that Bobs Discount Furniture cares very much to satisfy all our customers and we stand behind the quality of our products even after the expiration of our one year guarantee period Bonded Leather offers the look of luxury at a much more affordable price point and as its name depicts, bonded leather is real leather that is adhered (or bonded) to a fabric backing with a strong adhesiveOver time and with any amount of usage the heat from our bodies and friction from use causes expansion of the molecules that join the bonded leather to the fabric backingBonded Leather is manufactured the same way industry wide and peeling over time is not isolated to the bonded leather products we sell at Bobs Discount FurnitureIf you continue to purchase/maintain bonded leather furniture in your home regretfully peeling can occur based on the nature of this material’s manufacturing process You have had this set for over three years and in that three year period our records indicate that you have not reported any issues to us before nowThe Bobs warranty on your merchandise expired over two years ago and as this concern does not stem from a factory defect in the product’s workmanship and is viewed as wear and tear industry wide, we are only able to make a store credit offer to you from a place of extreme courtesy and care If you would like to reselect to a different loveseat, made of a different material that may fit your furniture needs better we can offer to credit you 80% of the original cost you paid for the loveseat In the interest of fairness we would ask that if you want the new furniture you select to be delivered you cover the cost of that service as delivering the merchandise has always been a charge we maintain separate from the cost of our merchandiseWe can offer to remove the loveseat you currently maintain on the same date we deliver the newly selected merchandise and cover the cost of disposal for you Please let me know if this option for resolution is acceptable to you and I will process the necessary paperwork and have our retail location contact you to make you aware of your available credit Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Day ***, I apologize that you remain so dissatisfied with the outcome of the original delivery attemptAs indicated previously I completely understand why and we do take responsibility for what you cite to have allegedly seen occur during the truck making its stopOf course we expect a member of the delivery team to knock on your door to make contact and if we are unable to reach anyone then we call the phone number we have on file to verify if a person is actually inside the residenceHad you been in the residence or had someone else available in the residence that call may have been answered allowing us to ask our delivery team to wait longer outside your home Regardless of the fact that we did try and reach you, we took ownership as a business and sided with you, our customer, on that dayWe advised the trucking company that we verified a serious need for the truck to return to your residence and we worked at every capacity available to us to get this to occurWe never intended to let you down and we certainly don’t set out to ruin anyone’s visions of the joy their product will bring themWe most certainly understand the passion associated with making a new furniture purchase and we are genuinely very sorry that we were unable to honor the original agreement of delivering your product on the day you expected Bob’s prides itself on providing quality service and the best value product for the priceOur primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from usLike any other business, there is no denying that we regretfully make mistakesWe take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S If your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales orderSincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison%

Good Afternoon [redacted] , We apologize that you have been experiencing so much disappointment with your product and feel so let down by your ‘ [redacted] ***’ planI have reviewed your complete account history and find no report of disappointment made directly to Bobs Discount Furniture from youI fear you may have been reporting your concerns directly to the third party company that manages the ‘ [redacted] ***’ protection plan and not the Customer Care Office at Bobs Discount Furniture [redacted] ( [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party companyOur customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusionsAs the manager of the plan, [redacted] is responsible for sending the consumer the plan documentsShould the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for reviewHad we been made aware of the need for these terms and conditions we most certainly would have provided them upon any requestAs it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved We again apologize that you didn’t receive the service expected from the [redacted] company and are willing to look into your claim further to see how we may be able to help you directly outside of your warranty period through Bobs At this time we ask that you provide photographic evidence via this Revdex.com channel of the damage you assert exists To move forward please send a minimum of three (3) pictures (in color), I have listed the requirements below to ensure our request is specifically notated: -Minimum Photos of the Sofa Sectional: - Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional - Picture that clearly shows the damage marks (I am assuming seam tearing/ripping) at close range on the chaise -Picture that clearly shows the damage marks (I am assuming seam tearing/ripping) at close range on the back cushions We will review these photos with our Service Management Team and respond with what, if any, options for resolution we may have to offer you Kindest Regards, [redacted] Bobs Discount Furniture [redacted]

Complaint: [redacted] I am rejecting this response because: The guy who came out for [redacted] wrote down that we would receive new cushions and now you are going back on your wordSecond the guy who [redacted] hired to come out to clean the couch NEVER even attempted to clean the couch He called someone on the phone and the lady told him to stop and not doing anything HE NEVER EVEN BROUGHT IN HIS CLEANING SUPPLIES TO ATTEMPT TO CLEAN THE COUCH I wasn't going to say anything but you have really gone above and beyond to screw your customers I am beyond words because the guy never attempted to clean the couch yet he wrote down new cushions So the person [redacted] hired to do the job has LIED and now we are being punished I am just in complete shock that a company like this would do this but that is okay because I will make sure everyone knows Sincerely, [redacted]

Good Afternoon Revdex.com, We apologize for any disappointment this customer is experiencing with the product they purchased from usI can assure you and this consumer that Bobs Discount Furniture does not provide customers with used merchandise under the pretense that it is newWhen picking up any merchandise the customer is required to sign a waiver indicating that they have fully looked over the merchandise and are accepting responsibility for it in its current condition at this time of possessionWhile I certainly understand the customer’s frustration it is defamatory to make an allegation against our business of this nature Should the customer seek further assistance with this claim we ask that we be provided photographic evidence of the damage and or usage they feel is present on the chair and desk Furniture today is built on an assembly line and it is entirely possible that these items could have suffered cosmetic concerns during production; however it is also entirely possible that this merchandise could have suffered cosmetic concerns during transit as it was not securely completed by one of our professional delivery teams Please ask that the customer send the (at minimum) following photos through the Revdex.com channel you have opened for mediation and I will review the account in further detail to see what options for resolution we may have (1) Photo of the chair in its entirety (1) Photo of the chair’s concern at a close range (1) Photo of the desk in its entirety (1) Photo of the desk’s concern at a close range Kindest Regards, [redacted] Bobs Discount Furniture [redacted]

Good Afternoon Revdex.com, We apologize to our customer for any inconvenience the concerns with their merchandise and/or protection plan is causing them to experience at this timeThe ‘Goof Proof’ protection plan, as its name depicts, offers coverage on most in home accidental damages and some mechanical concerns after expiration of the factory defect warrantyThe type of plan the customer purchased is completely managed thru a third party company and not Bobs Discount Furniture directlyAs [redacted] is a company managed separate from Bobs Discount Furniture we are unable to reverse a denial under the terms and conditions set forth by [redacted] The one year warranty for this merchandise through Bobs Discount Furniture expired on The customer has no coverage associated with this item thru Bobs Discount Furniture remaining and our records indicate no report of concern with the leather until now; the merchandise has been in the home for a period of over four (4) years of use Our records do not indicate the alleged occurrence that one of our representatives asked the customer to send in photos of her concern for review, in the event this allegation proved to be truthful in no way does a request for photos solidify an agreement that a business will take responsibility or ownership for a concern We will most certainly address the coaching concern and research all records associated with this account however as of today (1.14.2015) the customer’s account shows that she contacted us after being denied by the [redacted] company on and our Customer Care Agent explained that regretfully we had no recourse to offer relating to this concernUpon calling back into our Customer Care Office on the customer was again made aware that we were unable to offer further assistance on this concern and then connected to one of our Customer Care Account Management Leads who reinforced this fact Bobs Discount Furniture truly wishes to help every customer who has a concern with their merchandise and we apologize that we have no further recourse to offer relating to this customer’s specific concern Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would also like to say thank you for working with me and being understanding about the situationI am extremely satisfied with the resolution Sincerely, [redacted]

Good Morning Revdex.com, Our records reflect that we are scheduled to service this customer’s product on for the concerns listed here The customer’s Goof Proof Plus Plan is made up of two different portions as fully indicated on our sales receipt and informational sales flyer Bobs Discount Furniture covers factory defects while a company called Guardian Protection Products covers many occurrences of in home accidental damage For obvious reasons when speaking with Guardian the customer must report an accidental occurrence in order to gain accidental coverage resourcesThis consumer initially contacted Guardian, reported their concerns and was denied directly by Guardian, not Bobs Discount Furniture In the future we recommend the customer contact Bobs Discount Furniture first and in the case we must refer the customer to Guardian for accidental occurrences we have an internal transfer line set up for these type of raritiesWe look forward to servicing this customer’s merchandise under the factory defect coverage guidelines on Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Day [redacted] My name is [redacted] and I work for Bobs Discount Furniture as a Corporate Customer Care LiaisonThe Revdex.com offers a very valuable communication channel for fair mediation between a business and a customer, our company takes great pride in the fact that we respond to every Revdex.com communication received via this channel I have read through your complaint and your account notes and on behalf of Bobs Discount Furniture I express to you my sincerest apologies for the frustration you are experiencing as a result of our failuresOur business values each and every one of our customers at the highest level possible, always acknowledging that the continued growth and success of all our careers rests upon our ability to satisfy our clientsPlease know that I would prefer to express my apologies to you verbally however I am reaching out to you via writing thru this Revdex.com channel as my colleague, [redacted] , has informed me that you’d prefer not to speak with anyone from our organization directly regarding your current concernsShould you change your mind I can be available to you by phone at [redacted] or by email at [redacted] My usual office hours are Monday – Friday 8:00a -4:30pm Transparency and honesty are two of our core values that we hold dear so while we absolutely take direct responsibility and ownership for the frustration that the attempted deliveries for the remaining items (1- dresser/ 2-table lamps/1- floor lamp) have caused you, the explanations we have provided you with are factualAgain, completely our fault and in no way are we trying to excuse the fact that we have directly failed you and want nothing more than to make these failures right by you While I fully understand your reasons for seeking a refund on the many items already delivered from your sales order this is not a possible option for resolution and with all due respect doesn’t solve the issues our inabilities have caused youPer the invoice provided to you at time of sale our expressed policies depict that once merchandise has been accepted into your home it is not eligible for a cancelation or returnOur service policies further depict that in the event your items are experiencing any factory defects, within warranty, we offer service or replacement for stock itemsI fully comprehend that this is your Bobs experience nevertheless I feel it necessary to convey to you that we take great pride in the reality that on a daily basis we maintain a vastly larger pool of customers who are completely satisfied with their merchandise and their experiences with us overallOur customers, our ability to recognize our failures and take ownership to make them right have allowed us to become the 15th largest furniture chain in the U.S I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to usIn the hopes that you will forgive us and provide us with an opportunity to prove to you as a business that we understand the importance of earning our customer’s trust back, we have uploaded a $Bobs Discount Furniture Gift Card to your crWhile it is not procedure to do so, we unquestionably recognize that we have failed you and are prepared to discuss an additional option of compensation in the form of a monetary refund amount once the pending concerns for your lamps and dresser have been adequately resolved As of today (2.13.2015) the dresser remains unavailable to us to deliver until (Saturday)We can offer to schedule you for that delivery date or we can schedule for a date that works best for you after the 28thWe are more than willing to make every request within our power to work around your scheduling needs to get you this product as soon as we physically can The lamps (table and floor style) can be sent out at the same time as the dresser but if you’d prefer to have these sooner we can ship them to you via [redacted] to avoid having you wait home for a delivery of just lampsShould you prefer the lamps delivered we will of course accommodate the cost of doing that for you insteadThe lamps are available in our distribution centers as of today and can be shipped out to you via delivery or [redacted] as early as next week I apologize to you again for the inconvenience we have caused you and should you wish to work with me directly to solve your concerns or keep our communications subject to the Revdex.com’s mediation service I am available to assist you Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] We would like option since we really do love the sectional and would like the exact one againWe would hope that Bob's is now aware of the defect by the manufacturerer and has addressed it

Good Morning Revdex.com, We apologize for any disappointment the customer has experienced with the bunk bed purchased from us Our records reflect that as a business we addressed our customer’s concern fully on and the customer has selected to use their credit in a purchase for new living room furniture We look forward to pleasing our customer with the new merchandise they have selected via the credit and resolution we are providing Sincerely, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

Good Afternoon Revdex.com, We have reached out to this customer via email and have been communicating about resolving this customer’s concern by picking up the merchandise on and providing a Gift Card to Bobs Discount Furniture Stores as a further form of apologyWe have not heard directly back from our customer since My understanding is that our customer is apprehensive on accepting compensation in the form of a gift card and is still inquiring about the deposit she put down with a third party company called ‘ [redacted] ***’ Monetary funds were never transferred from the customer to Bobs Discount Furniture from this sales order therefore Bobs Discount Furniture is not permitted to offer an apology in the form of monetary funds back to this customer We are acting as a Liaison in this case and doing our best to work with our customer while honoring the agreements she signed with the third party vendor ‘ [redacted] ***’ Please reach out to the customer and ask that she respond to us again thru this Revdex.com or via the email address she has been communicating through ( [redacted] )

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI have chosen option # Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just wanted to be made whole after having to pay additional fees to dispose of a mattress that the business was contracted to take Thank you for your support in this matter Revdex.com Consumers like me appreciate everything you do Sincerely, [redacted]

Good Afternoon Revdex.com, We have contacted *** today (10.7.2014) and agreed on compensation in part monetary form and part Bobs Discount Furniture Gift Card formWe truly appreciate our customer’s extreme patience and willingness to work with us after we caused so much disappointment We genuinely apologize that there was any frustration or inconvenience associated with [redacted] purchase and we pledge to *** that ensuring our customers are satisfied has always been the most important part of our business Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison